Manager I, IT Support

Location: Bogota, Colombia; hybrid, with in-person work at an assigned office at least two days per week

Company

hirify.global provides global information solutions that help organizations make risk-based decisions and help consumers understand and manage their personal information.

What you will do

• Manage incident, problem, change control, and service transition processes.
• Lead and develop an IT Client Support Team focused on customer experience.
• Coordinate Technology, Information Security, business stakeholders, and external vendors.
• Monitor service levels, operational indicators, risk controls, and IT governance.
• Lead crisis rooms and manage a 24x7x365 support operation.
• Drive IT process standardization, optimization, and automation.

Requirements

• Bachelor’s degree in Information Technology, Business, Engineering, or a related field.
• At least five years of experience managing people and leading IT operations, technology management, or IT service management teams.
• Experience with ITSM platforms such as ServiceNow or BMC and omnichannel support including voice, chat, self-service, and email.
• Experience troubleshooting network, database, and application server environments, including Linux, Tomcat, and Java.
• Knowledge of LDAP architectures, server sessions, communication protocols, technology risk management, and root cause analysis.
• Bilingual Spanish and English communication skills are required. ITIL Foundation certification is required.

Nice to have

• Additional ITIL certifications.
• HDI certification.

Culture & Benefits

• Work/life flexibility and support for professional and personal development.
• Cross-functional collaboration with teams across the organization.
• Opportunities to work with information solutions and technology supporting communities and customers.